Compass Experience Labs

• Provide direction and leadership for the IT program team • Serve as the primary point of contact for client stakeholders on operational matters • Manage multiple Tech/IT programs • Oversee day-to-day operations supporting IT call center services • Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded • Identify and recommend opportunities for process optimization, automation, and continuous improvement • Lead and develop a global team of Team Leaders, shift leaders, and agents • Build strong relationships with client partners

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Documents incidents and resolutions and provides updates to the knowledge base where applicable • Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

• Own tickets end to end: clarify, investigate, resolve or escalate, and close the loop with the customer • Diagnose with customers live: ask sharp questions, narrow the problem, and translate symptoms into testable hypotheses • Triage work: balance urgency, clinical impact, and internal dependencies • Troubleshoot technical issues: work with JSON, logs, admin tools, basic database concepts, and API integrations • Escalate well: include repro steps, timestamps and identifiers, expected vs actual behavior, impact, severity, and artifacts • Reduce repeat issues: update runbooks, improve playbooks, and escalate recurring bugs with clear examples and impact • Document learnings: strengthen internal knowledge and improve support processes over time • Communicate clearly in writing and live conversations, including clinician friendly explanations

• Manage and oversee a team of QA analysts with all management and leadership responsibilities • Monitor calls and conduct audits as necessary • Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control • Managing and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignments • Communicates quality issues to management and conducts root cause analysis with corrective and preventive action plans • Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results • Assist with the calibration of quality monitoring results • Facilitate and or attend client calibration sessions to ensure consistency in the evaluation process - Training new QA analyst on proper auditing methods • Assist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups • Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary • Assisting the management team and provide Quality support as necessary • Performs other duties or special projects as necessary

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Documents incidents and resolutions and provides updates to the knowledge base where applicable. • Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

• Respond to customers primarily through phones as well as through email, chat, text, and social channels while creating memorable service interactions. • Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice. • Build a strong understanding of your assigned brands products, procedures, and resolutions. • Work collaboratively with team members to offer encouragement, provide answers, present customer insights and trends.

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. • Ensure your account(s) are meeting client KPIs and service level expectations that are in our control • Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc. • Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands • Be the main point of contact for all client escalations • Adhere to an internal reporting cadence to help oversee the performance of your team and client • Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates • Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.) • Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job • Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. • Manage P&L to maximize margin and grow the account • When necessary, create, maintain and manage schedules, and approve timesheets and time off requests • When applicable, onboard new clients through coordination with sales, recruiting, and operations • Other duties as assigned by the VP of Client Operations

• Engage with current and past employees through email, as well as live chat/intranet and phone channels to consistently and accurately resolve Human Resource (HR) inquiries of low to moderate complexity. • Serve as the first point of contact for employment-related questions. • Assist employees with navigating to Employee or Manager Self-Service functions to initiate HR transactions. • Effectively communicate and educate callers regarding HR policies and procedures, including but not limited to payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR Services. • Listen effectively and collect relevant information to involve other specialists or appropriate staff when the issue is beyond your scope of expertise. • Navigate multiple web-based systems (being tech savvy is a must). • Ensure confidentiality, employee data security, and accurate data entry in all matters. • Meet all client and Compass expectations around productivity and performance. • Meet all schedule adherence and channel availability requirements (i.e. report to work on time, and be where you are supposed to be!). • Demonstrate strong written/typing and verbal communication skills - both written and spoken English and Spanish proficiency is a requirement and will be assessed during the screening process. • Build a strong understanding of common questions, procedures, and resolutions. • Work collaboratively with team members to offer encouragement, provide answers, and present customer insights and trends. • Perform other duties as assigned by Compass or the client.

• Manage the financial complexities of a high-volume, global service delivery model. • Track the profitability of global delivery locations. • Manage complex intercompany cross-charges for labor. • Ensure compliance with diverse tax and labor regulations. • Oversee billing for varied contract types, including FTE-based, transaction-based, and outcome-based pricing models. • Coordinate month-end closing process with local Accounting Firm. • Manage year end external audit with External Audit firm. • Assist in the annual budgeting process • Lead Operations Finance and Payroll teams.